At our company, we move fast, adapt quickly, and turn challenges into opportunities—all while keeping quality at the heart of everything we do. We believe that work should be a positive and respectful place, and that with the right mindset, anything is achievable.
Our Vision:
Fulfill the essential promise of pharmacy care and help people to live to their healthiest, happiest, and fullest potential.
Our Mission:
To be the disruptive force that drives meaningful change within pharmacy services.
Summary
The Senior Director, Client Technology & Integrations will lead the technical engagement strategy for WellDyne's customers across the full client lifecycle — from implementation and systems integration through production operations and long-term strategic technology partnership. This leader serves as the primary bridge between customers, Engineering, Product, Operations, and executive leadership, ensuring technical solutions are delivered successfully while establishing WellDyne as a trusted technology partner to client CIO/CTO communities. The role combines technical leadership, client engagement, implementation governance, and integration strategy to elevate customer experience, accelerate delivery, and drive operational excellence in support of the organization's PBM and Pharmacy operations. The role also drives adoption of modern integration patterns, repeatable implementation playbooks, and observability-driven operations, while ensuring governance, audit readiness, traceability, and compliance with HIPAA and other healthcare regulatory requirements applicable to PBM and Pharmacy operations.
Essential Duties and Responsibilities
Client Technology Leadership:
- Serve as the executive technical leader for strategic client relationships, leading architecture discussions with client CIOs, CTOs, and technical teams.
- Provide technical guidance and oversight during implementations, platform enhancements, and major client initiatives.
- Build long-term trusted advisor relationships with customer technology leadership and represent WellDyne's technology strategy externally.
- Customer Integrations:
- Own the end-to-end integration lifecycle, including API strategy, EDI integrations, HL7/FHIR integrations (where applicable), file-based interfaces, and event-driven architecture.
- Establish integration standards, governance, monitoring, and observability to ensure every integration is designed for reliability, scalability, and supportability.
- Partner with Architecture and Engineering to standardize APIs, reduce integration complexity, and accelerate client onboarding through reusable integration patterns.
- Client Implementations:
- Lead the technical implementation organization responsible for solution architecture, technical project governance, environment readiness, data conversion strategy, integration testing, production cutover, hypercare, and technical acceptance.
- Develop repeatable implementation playbooks that reduce deployment time while improving quality and first-pass implementation success.
- Drive on-time, high-quality implementation delivery using agile methodologies, DevOps practices, and modern release management.
- Technical Escalation Leadership:
- Serve as executive owner for critical customer technical issues, leading executive client communications, technical recovery planning, root cause review sessions, corrective action planning, and post-implementation reviews.
- Partner closely with Engineering and Operations to drive rapid resolution and sustainable corrective actions for high-severity client incidents.
- Engineering Partnership:
- Partner with Engineering leadership to prioritize customer-driven enhancements, improve implementation tooling, standardize APIs, reduce implementation complexity, improve platform reliability, and define technical roadmaps.
- Act as the voice of the customer within technology, ensuring engineering investments are aligned with client needs and field-observed friction.
Team Leadership:
- Build and lead a high-performing organization that may include Solution Architects, Integration Engineers, Implementation Managers, Technical Account Managers, Customer Success Engineers, and Technical Project Managers.
- Recruit, hire, train, and retain top technical talent, building a diverse and high-performing team.
- Mentor managers and individual contributors, fostering a culture of technical excellence, ownership, collaboration, and continuous improvement across Engineering, Product, Operations, and Customer Success.
- Operational Excellence:
- Establish governance for implementation methodology, integration standards, documentation, runbooks, technical readiness reviews, release coordination, and production support transition.
- Drive continuous improvement using measurable operational metrics, including implementation cycle time, time to first production transaction, integration quality, production readiness, customer technical satisfaction, client escalations, API adoption, first-pass implementation success, implementation defect rate, and production stability during client launches.
Quality, Security, and Reliability:
- Establish SLA/SLO targets, observability standards, telemetry, KPI instrumentation, automated testing, CI/CD pipelines, and incident response practices for client integrations and production cutovers.
- Embed secure-by-design principles into implementation and integration practices, ensuring compliance with HIPAA and other healthcare regulatory requirements applicable to PBM and Pharmacy operations.
- Ensure implementation and integration processes support audit readiness, validation requirements, traceability, and compliance obligations applicable to regulated healthcare environments, while identifying delivery, technical, and security risks and developing mitigation strategies.
- Stakeholder Collaboration:
- Partner with Product Management, Architecture, Engineering, Data and Analytics, Operations, Customer Success, and business stakeholders to align technical engagement priorities with company strategy.
- Communicate effectively with executive leadership — internal and at client organizations — on delivery progress, risks, technical trade-offs, and key decisions.
Innovation and Transformation:
- Drive innovation in client technology and integration practices through adoption of modern integration architectures, AI-assisted implementation tooling, and event-driven patterns that improve client experience and accelerate time-to-value.
- Stay abreast of advances in integration platforms, healthcare interoperability standards, and cloud-native architecture, evaluating their applicability to organizational and client goals.
- Vendor and Partner Management:
- Manage relationships with offshore delivery partners, SaaS vendors, and integration technology partners supporting client implementations and integrations.
- Evaluate and onboard new implementation, integration, and observability tooling that improves productivity, quality, and client outcomes.
Budget Management:
- Own the operating budget for Client Technology & Integrations, including labor, tooling, cloud, and platform costs.
- Oversee budgeting, forecasting, and resource allocation across implementation and integration teams and major client initiatives.
Operational Oversight:
- Oversee hypercare, production support handoff, on-call rotations, and operational health of client integrations to ensure continuous service delivery.
- Prepare and review client delivery dashboards, implementation metrics, and progress reports for internal and external executive leadership.
- Documentation:
- Ensure comprehensive documentation of integration designs, APIs, implementation playbooks, runbooks, and technical engagement processes is maintained and accessible.
Education and Experience
- Bachelor's degree in computer science, Software Engineering, Information Systems, or related field or relevant experience. Master's degree in a relevant discipline preferred.
- 15+ years of progressive technology leadership experience, with recent hands-on leadership of enterprise software implementations and customer-facing technology organizations; relevance and recency of experience valued over total years.
- Proven experience leading enterprise software implementations, systems integration programs, and cross-functional technical teams in complex, multi-stakeholder environments.
- Deep, hands-on understanding of APIs and modern integration architecture, including event-driven systems and cloud-native patterns.
- Experience working directly with enterprise customers at the CIO/CTO/technical-leadership level and serving as an executive technical point of contact.
- Experience delivering technology solutions in a PBM, healthcare, payer, or pharmacy environment preferred. Knowledge of healthcare interoperability standards (HL7/FHIR, EDI) and experience leading customer-facing technology organizations strongly preferred.
Knowledge, Skills and Abilities
- Relevant technical background across modern integration architecture, APIs, EDI, HL7/FHIR, file-based interfaces, event-driven systems, and cloud-native architectures.
- Proven track record leading high-performing implementation and integration organizations through growth, scale, or transformation.
- Excellent strategic planning, implementation governance, and agile/DevOps program management skills.
- Strong understanding of regulatory standards affecting the healthcare and pharmacy sectors, including HIPAA, audit readiness, validation expectations,
- Working knowledge of modern integration, observability, and AI-assisted implementation tooling, including standards for API design, monitoring, and responsible operational practices.
- Exceptional executive communication and interpersonal skills, capable of partnering effectively with client executives, product, engineering, operations, and internal executive stakeholders.
- Ability to navigate complex client escalations and drive change in a fast-paced, regulated environment.
- traceability, and compliance obligations in regulated environments.
Work Environment / Physical Demands
This position is in a typical office environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. May have occasional high stress when dealing with customers/clients. Some travel may be required.
EOE M/F/D/V – WellDyne and HealthDyne are equal opportunity employer and prohibits discrimination of any kind. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected status under federal, state, or local law.
